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Skills

  • Standard equipment
  • Relationship development
  • Friendly service mentality
  • Data entry
  • First-contact issue resolution
  • Reservation management
  • Communications
  • Supervision
  • Employee Training & Development
  • Organization

Work Experiences

  • Adjusted staff scheduling.
  • Achieved a 69% increase in customer satisfaction.
  • Achieved improvement over a 6 months period.
  • Achieved cost savings of 73%.
  • Was in charge of creating customer invoices, accepting payments, and handling refund and cancellation requests.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Achieved a 83% improvement in peak time occupancy rates.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Looked for industry trends on social media and through online sources.
  • Negotiated group rates with hotels in order to stay within budget and meet client needs.

Summaries

  • To achieve positive outcomes, works to answer all questions from guests via phone or email.
  • Adept at managing VIP guest preferences and profiles, significantly contributing to a 50% guest retention rate and an exceptional customer experience.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Budget management expertise and 5 years of experience are ready to be put to use.
  • Achieved results in just 17 months.
  • Adept at identifying ways to enhance booking processes, leading business process improvements that boosted operational efficiency by 39% over the last 3 years.
  • Achieved industry recognition after securing Top Performer.
  • Achieved referral rates of 24%.
  • Strengths in process improvement and team leadership backed up by Travel and Hospitality training.
  • Achieved 33% growth year-over-year.

Accomplishments

  • Maintained a customer refund rate below 39% through accurate issue resolution and strong negotiation skills.
  • Resolved product issue through consumer testing.
  • Collaborated with team of 5 in the development of category.
  • Coordinated with international agencies to manage large group reservations enabling the facility to achieve a 55% capacity rate during metric.
  • Contributed to a 37% reduction in booking discrepancies by implementing a thorough quality check system for all transactions.
  • Led efforts to streamline the refund process, reducing cancellation fees by 22% and increasing customer retention by 65%.
  • Resolved 7 guest complaints per month through personalized and proactive issue handling, resulting in a 34% reduction in escalations.
  • Maintained clear and consistent communication with key stakeholders, leading to a 57% improvement in partnership satisfaction.
  • Led training sessions for new reservation agents, decreasing booking errors by 23% within the first 6 months.
  • Demonstrated a strong ability to upsell premium services, exceeding quarterly targets and increasing overall revenue by 81%.

Affiliations

  • Customer Experience Professionals Association (CXPA)
  • International Council of Nurses
  • Reservation Services Professionals Association
  • Professional Association of Innkeepers International (PAII)
  • Association for Computing Machinery
  • Freemason
  • Tour Operators United (TOU)
  • National Association of Social Workers
  • Society of Hospitality Management (SHM)
  • American Medical Informatics Association

Certifications

  • Hotel Booking and Revenue Optimization Training
  • International Reservations Specialist Training
  • Certified Travel Industry Specialist (CTIS)
  • Customer Service Professional (CSP) Certification for Hospitality
  • HITEC Certified Hospitality Technology Professional
  • Cisco Certified Network Associate (CCNA)
  • Certified Guest Service Professional (CGSP)
  • Hotel and Lodging Management Certification
  • YIELDmatters Certification in Revenue Management
  • CompTIA A+ Technician

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